• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
1.  presentation kone expertum_sapience_2009_v1 0
 

1. presentation kone expertum_sapience_2009_v1 0

on

  • 368 views

 

Statistics

Views

Total Views
368
Views on SlideShare
367
Embed Views
1

Actions

Likes
0
Downloads
4
Comments
0

1 Embed 1

http://192.168.20.100 1

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    1.  presentation kone expertum_sapience_2009_v1 0 1. presentation kone expertum_sapience_2009_v1 0 Presentation Transcript

    • SAP WORLD TOUR 09 meets3rd SAPience.be TECHNOLOGY DAYChange request management powered bySolution managerAn integrated approach for development and support atKONE international Xavier Languy SAP integration manager, KONE international. Oliver Buyssens SAP SolMan Teamlead, Expertum SAP Lounge, Vilvoorde June 3-4, 2009
    • Agenda 1. Introduction 1.1. Expertum 1.2. KONE 2. KONE’s environment 2.1. SAP Landscape 2.2. SOLMAN 3. SOLMAN 3.1. Scope @ KONE 3.2. Service-Desk 3.3. CHaRM 4. Lessons learned 4.1. Service-Desk & ChaRM benefits 4.2. Point of attention and improvement© SAP 2009 / Page 2
    • 1.1. Expertum  Founded in 2006  Team of +30 SAP Experts and Project Managers  Mission: providing superior long-term customer & employee value  Offering expertise in the following domains:  Finance  Supply Chain Management  Business Intelligence  Product Lifecycle Managment  Project Management  Own SME Solution: Value4SAP  ITIL and SAP SolMan  Co-Chairman of Sapience Technology Commission – SolMan Task Force  For more info: www.expertum.net© SAP 2009 / Page 3
    • ITIL – Service Support© SAP 2009 / Page 4
    • 1.2. KONE in brief Key figures Dec 31, 2008  KONE’s objective is to offer the best People Flow™ experience by developing and delivering solutions that enable people to move smoothly, safely, comfortably and without waiting in buildings in an increasingly urbanizing environment  KONE is present in around 50 countries worldwide  KONE has approximately 250,000 customers globally, of which the majority are maintenance customers Sales EUR 4,603 million Operating income EUR 558 million Personnel 34,800© SAP 2009 / Page 5
    • 1.2 KONE : About 700,000 elevators & escalators in it’s maintenance base KONE maintenance services cover the maintenance of elevators, escalators and doors KONE has developed efficient maintenance processes in order to keep customer’s equipment running nonstop and to ensure the top level service quality KONE Care™ service contracts, KONE remote monitoring services and 24-hour service centers ensure peace of mind for customers© SAP 2009 / Page 6
    • Agenda 1. Introduction 1.1. Expertum 1.2. KONE 2. KONE’s environment 2.1. SAP Landscape 2.2. SOLMAN 3. SOLMAN 3.1. Scope @ KONE 3.2. Service-Desk 3.3. CHaRM 4. Lessons learned 4.1. Service-Desk & ChaRM benefits 4.2. Point of attention and improvement© SAP 2009 / Page 7
    • 2. KONE’s environment 2. 1 SAP Landscape @ KONE  KONE is running a classical ERP 3 tiers landscape in 4.7 and moving to ECC 6.0 Dev Clients QA Clients Reference Production Full Prod copy Sandbox One single Upload test Dev+Custo Prod. client Training Upload Test© SAP 2009 / Page 8
    • 2. KONE’s environment 2. 2 SOLMAN @ KONE  KONE is running two SolMan systems : Development and Production SOLMAN SOLMAN Development Production SolMan Custo+Dev SolMan Prod ERP (dummy) DEV CUA ERP (dummy) QAS TDMS ERP (dummy) PRD© SAP 2009 / Page 9
    • Agenda 1. Introduction 1.1. Expertum 1.2. KONE 2. KONE’s environment 2.1. SAP Landscape 2.2. SOLMAN 3. SOLMAN 3.1 Scope @ KONE 3.2. Service-Desk 3.3. CHaRM 4. Lessons learned 4.1. Service-Desk & ChaRM benefits 4.2. Point of attention and improvement© SAP 2009 / Page 10
    • 3. 1 SOLMAN SCOPE @ KONE Overview – SolMan LifeCycle© SAP 2009 / Page 11
    • 3.2 Service-Desk principles and characteritics @ KONE Initiatedby Key Users from satellite systems or by the support directly in SolMan Information push principle (emails) Currently reserved for incidents/support inside SAP Segregation between Incident and Change Management Stick to SAP standard Each Key User is attached to one single support team Web enabled© SAP 2009 / Page 12
    • 3.3 ChaRM or Change Request Management 1. Integration ChaRM / Service-Desk : How does it work ? 2. Logical link 3. Principles 4. Document design 5. Status flow 6. Project status© SAP 2009 / Page 13
    • 3.3.1. ChaRM-Service Desk integration How does it work ? ChaRM Service-Desk TMS Dev QA Prod© SAP 2009 / Page 14
    • 3.3.2 CHaRM : Logical link Message Change Request Change Request Correction Transports Transports© SAP 2009 / Page 15
    • 3.3.3 ChaRM : Principles at KONE  Development and low priority fixes going 3 times per year to production  Weekly import of high-medium consolidated fixes, (automated) but left in buffer  Manual import of very-high bypass (avoiding Urgent correction usage)  Implementation team is the team in charge of the correction (not always the support team)  Urgent corrections and test messages used during integration testing only© SAP 2009 / Page 16
    • 3.3.4. ChaRM : Document design Support S Message Business layer D (Service-Desk) U E P V P Support Dev E O Change Change Administrative layer L R Request Request (ChaRM) O T P Urgent Normal Admin Common Correction Correction Correction Operational layer (ChaRM,TMS)© SAP 2009 / Page 17
    • 3.3.5 Normal Correction status flow Documentation Doc review Development Code review Testing Consolidation Single testing Integration testing Production© SAP 2009 / Page 18
    • 3.3.6. CHaRM Project status Normal Normal Test Implementation Correction Correction Message project Integra- No Release tion Go-Live Release Testing Normal Normal Test Correction Correction Message Maintenance Urgent Urgent Urgent project Correction Correction Correction© SAP 2009 / Page 19
    • Agenda 1. Introduction 1.1. Expertum 1.2. KONE 2. KONE’s environment 2.1. SAP Landscape 2.2. SOLMAN 3. SOLMAN 3.1. Scope @ KONE 3.2. Service-Desk 3.3. CHaRM 4. Lessons learned 4.1. Service-Desk & ChaRM benefits 4.2. Point of attention and improvement© SAP 2009 / Page 20
    • Lessons learned 4.1 Benefits 4.1.1 Service-Desk benefits  Ease of use for Key users (1 hour training)  Context capture at message creation, no loss of information  Integration with the other SOLMAN components (ChaRM, project, test, knowledge base )  Seamless integration from start to the end (SAP Market- place)  ITIL based support© SAP 2009 / Page 21
    • Lessons learned 4.1 Benefits 4.1.2 ChaRM benefits  Better overview and control of changes  Project based (mandatory)  Control on concurrent development (Workbench Locking)  Reducing volume of transports to productions  Support complex landscape  Flexible tayloring to you requirements© SAP 2009 / Page 22
    • 4. Lessons learned 4.2 Improvement & Attention 4.2.1 Point of attention  Think about your change management process…gold opportunity  Challenge your service provider(s) for integration  Clearly define your change flow (TMS)  Clearly define your roles  Stick to the standard  Think about your package strategy (link to component)© SAP 2009 / Page 23
    • Lessons learned 4.2 Improvement & Attention 4.2.2 Points of improvement  Documentation availability (in-line)  Synchronisation between SOLMAN and TMS (lack of control)  Security not always using standard authority-check (more a role based approach)  Component concept to be reviewed (for SAP and non SAP system). Dependency on IBase component should be taken into account  Direct access to TR from within the Change Document© SAP 2009 / Page 24
    • Thank you!© SAP 2009 / Page 25